Multichannel Contact Widget For Genesys Cloud.

If you would like to offer your website visitors a choice of how to contact you but handle all the interactions in Genesys Cloud you are in luck.  While out of the box Genesys Cloud only offers a chat widget - a five minute deployment of TrueEngage from Genesys AppFoundry - gives you the capability to deploy and manage multichannel widgets while still handling all the interactions with Genesys Cloud.

Available Widget Channels

TrueEngage lets you build a widget with up to 4 channels picking from these supported options:

• Web Chat (based on Genesys web messaging)
• Web Call (ability to call from the website either using Web RTC or a DID)
• Immediate Callback Request (customer leaves a number which is automatically added to Genesys Cloud for callback)
• Scheduled Callback Request (customer leaves a number which is automatically added to Genesys Cloud for callback to be executed at the requested date and time)
• Video (ability to start a video call from the website) and record voice leg using Genesys Cloud tools.
• Scheduled Video* (ability to schedule a Video Call) - coming soon
• Custom Channel (ability to add a call up of any object from your website, lead form for example, to the widget)

*coming soon

Lead Generation:  why a multichannel widget?

Multichannel widget approach will increase your conversion rates and spread interactions across time and channels based on your agents availability. 

1. Your website already offers at least a couple of contact options, probably more.  Using a widget to combine these channels will immediately our website more intuitive and less clattered.
2. Given different customers varied preferences offering them a choice of how they talk to you will increase your conversion rates.  

Customer Support:  why a multichannel widget?

Customer support is all about responding to your customers queries with the resources available and shortening the AHT of the interaction and increasing resolution.  Multichannel approach can help because customer value their time and will tend to select a channel most appropriate for their issue.  We all have the experience that certain problems are very easy to explain over the phone and next to impossible using chat.

In general there are customers out there that are particularly averse to certain channels and forcing them to use it will be frustrating for both them and your contact center agents.

Use multichannel to spread peaks across channels and time

TrueEngage let's you make the availability of a given channel conditional on your contact center schedules (schedule groups in Genesys Cloud) and expected wait time thresholds.  For example:

1. As your voice queues become overloaded TrueEngage widget will automatically push interactions towards text channels by removing Web Call or Immediate Callback option from the widget. [spread across channels]
2. If all your real-time (Voice, Video, Web Chat) queues become overloaded and expected wait time exceeds the threshold you set, TrueEngage will temporarily remove these options but still leave the customers with for example a scheduled call or a contact form.  [spread across time]

Use WhatsApp or Facebook Messenger to offer asynchronous chat.

While Genesys chat (web messaging) is really a real-time tool using WhatsApp or Facebook messenger means that your customers maintain the entire history of their conversation in these Apps.  It therefore allows you to respond to their query effectively when your agents become available. 

Experiment and use multiple channel strategies

Given the ease with wich you can build and deploy any-channel widgets using TrueEngage as well as effortless targeting of various website (portal) visitors it is best to try and test different channel combinations looking for the optimal combination of channels given our contact center resources and targets. 

For lead generation the outcomes can easily be tracked using our Google Analytics integration to examine widget engagement and contact center outcomes there.   

For customer support, since all interactions are handled using Genesys Cloud you can use Genesys Reports to monitor your KPI's to adjust contact widget channels and visitor engagement strategy.